Job Title: ICT Help Desk Officer
Organisation: The New Vision Printing and Publishing Company Ltd
Duty Station: Kampala, Uganda
Reports to: User Support Supervisor
About New Vision:
The Vision Group incorporated as the New Vision Printing & Publishing Company Limited (NVPPCL), started business in March 1986. It is a multimedia business housing newspaper, magazines, internet publishing, television, radio broadcasting, commercial printing, advertising and distribution services. NVPPCL is listed on the Uganda Stock Exchange, with an expected turnover of over UGX 60 billion (FY 2010/2011).
Job Summary: The ICT Help Desk Officer will provide user support on company supported computer applications and platforms, troubleshoot problems and advise on appropriate action.
Key Duties and Responsibilities:
Respond to requests for technical assistance in person, via phone and electronically.
Diagnose and resolve technical hardware and software issues
Follow standard help desk procedures and advise users on appropriate action
Log all help desk interactions.
Administer help desk software.
Redirect reported problems to appropriate resource.
Identify and escalate situations requiring urgent attention.
Track and route problems and requests and document resolutions.
Follow up on cases until they are resolved and closed in order to ensure users are happy with case resolution
Prepare activity reports
The applicant should possess a bachelor’s degree in a computer science, Information Technology or related field.
Skills & Experience:
At least one year broad experience in ICT user support, pc setup and maintenance, network troubleshooting and setup.
At least 1 year broad experience in supporting broadcast environments, i.e., radio and TV.
Excellent Analytical and problem-solving skills.
Excellent interpersonal, and communication skills.
Ability to work a flexible schedule.
All those reeling to work in Uganda’s leading media house, The New Vision, should send applications to: Chief Human Resources Officer, The New Vision Printing and Publishing Company Ltd. P.O. Box 9815, Kampala, Uganda
Deadline: 4th November 2013